Customer Service Specialist

Customer Service Specialist Chippenham, South West England, England

Good Energy
Full Time Chippenham, South West England, England 25500 - 28500 GBP ANNUAL Today
Job description

Vacancy Name
Customer Service Specialist – opportunity for fast progression and high reward

Vacancy No

GBP 25,500 - GBP 28,500

Contract type

Full Time

About Us
Good Energy helps customers generate, share, store, use and travel with clean power. Our aim is to help one million homes and businesses cut their carbon by 2025. We are developing smart services to support customers to do more with their renewable energy.

We supply truly renewable electricity sourced from over 1,700 generators across the UK. Our tariffs are independently certified with the Uswitch Green Tariff Gold Standard and we are accredited as an Eco Provider by Which?

Now we’re in an exciting period of significant growth and development, after recently expanding our business to provide energy services, including installing heat pumps and solar panels.

We’re also a major investor in Zap-Map, the UK’s go-to electric vehicle charging app with more than half a million registered users.

Our customer service is rated ‘excellent’ on TrustPilot and according to Best Companies, we’re a ‘World Class’ employer — in the top 100 best large companies to work for in the country.

If you’re ready to make combatting the climate crisis your job, and believe in our values of being, fair, straightforward, focused, and inclusive, then we want to hear from you. Let’s power a cleaner, greener future together.

So, where do i fit in?
We have a strong track record of hiring talented people in our Customer Service Specialist role and enabling them to develop a successful career at Good Energy and beyond. You’ll gain the skills and knowledge required to develop your career quickly in an exciting and evolving industry. We’ll support you with every tool you need to build the foundations of your professional journey at Good Energy, starting with building a strong understanding of our customers, our products and our industry. You may be fresh out of education, with little experience in the working environment, or ready to accelerate your career development in a new profession.

It typically takes an exceptional candidate 9-12 months to gain a grounding in the role and build the knowledge required to take the next step within Good Energy.

We’re hot on providing varied tools, support networks and programmes to ensure our talented people are supported in their development. This includes:

  • A 16 week training programme to support you with the best start possible within the role
  • A peer mentor for day-to-day support
  • Opportunities to develop a specialism in key technical areas of your role
  • Annual £500 development allowance for you to spend in areas that align with your career ambitions (qualifications, courses etc.)
  • Opportunities to join our Good Career Programme, opening up a network of likeminded people looking to progress their careers and provide an opportunity to learn about all areas of Good Energy to help you map your career

In the last 3 years, we saw multiple examples of our Specialists progressing to roles such as (but not limited to):

  • Team leadership roles
  • Leadership in Customer Service
  • Specialising in Billing, Metering, Smart Export, Feed-in Tariff, Complaints
  • Business, PPA and Sales
  • Trading Team
  • Talent Acquisition/HR
  • Quality Assurance
  • IT Support/Development
  • Product & Propositions
  • Marketing/Communications

High Reward and recognition

  • During your time in the role, you’ll earn as you learn as you enrol on our Good to Grow development framework, with clear salary increase stages that align with your development (reaching up to £28,500), with milestones at £25,500, £26,000 and £27,000
  • A company bonus.
  • A team performance based incentive, with the opportunity to earn an extra £1000 per year after probation

As a Customer Service Specialist, you’ll be working within our customer contact centre, working almost fully remotely alongside other like-minded customer focused people. In this role, you’ll be taking calls and answering e-mails primarily (spending around 40% of your time on the phones), providing exceptional end-to-end service to our customers who use and/or generate renewable energy at home. As you progress, you’ll also work on technical tasks to proactively keep accounts healthy, for example resolving billing issues for customers.

You’ll be focused when it comes to taking full ownership and accountability for any problems your customer may have, whilst finding ways to help them manage their account in a more self-sufficient way (promoting our digital services, Smart meters). As part of the role, you’ll support customers with a variety of queries such as: taking meter readings, understanding bills and energy use, technical queries and complaints.

You’ll be passionate when it comes to delivering quality customer service and exceeding targets, as well as maintaining and growing our Trust Pilot rating so that prospective customers can see the benefits of joining Good Energy.

We’re proud to have created a role and culture that enables remote working. As we’re a big team, working in a remote environment, we support in structuring and allocating workloads across our squads, with your time split between taking calls, answering emails and administrative tasks.

We’ll be honest – it’s not an easy role, but it’s a rewarding one. We offer full training with our industry experts before you start and throughout your journey and a 16 week plan to support you in becoming successful in your role. We don’t expect you to have all the answers straight away, so we’ve got an abundance of resources to help - all you’ll need to do is use your initiative, determination and problem-solving skills to find the answers.

Have I got what it takes?
As a Customer Service Specialist, you’ll be highly resilient and comfortable when dealing with customer queries where you might not know the answer. Our highly engaged customers ask lots of different questions so it's ok to not always be the expert. We have an incredibly knowledgeable and supportive team across Good Energy and the right answer is never too far away.

With an analytical and inquisitive nature, you’ll have a strong desire to solve complex problems. You’ll be determined to get to the bottom of things, asking critical questions, remaining calm during difficult conversations and using your excellent communication skills to ensure customer satisfaction. You’ll have excellent verbal and written communication and thrive when working in a busy, fast-paced environment.
If you are successful, you'll attend our induction which will start on 20th November 2023, and you'll come into our office (Chippenham, Wiltshire) for the first two days.

Starting salary £25,500 (includes financial allowances), with the opportunity to earn as you learn and build up to £28,500 as you progress within the team.

We are open to part-time hours which will equate to 30 hours per week (4 full days) and if you would like further information on this do contact us.

An inclusive place to work
We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from people across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities or sexual orientations.

We can offer reasonable adjustments as part of our recruitment process to anyone that needs them. If you would like to discuss anything, please let our team know.

Benefit Details
Here’s a sample of the benefits we offer. Check out our careers page for more.

  • 25 days plus bank holidays, a day off for your birthday, the option to buy more twice a year and additional days off for long service.
  • £500 annual Remote working allowance – supporting the costs of working from home
  • £500 annual Travel allowance – supporting with any travel to the office
  • Active personal development community, with a £500 annual learning and development allowance
  • Enhanced maternity, paternity, and shared parental leave, with family friendly return to work coaching
  • Healthcare cashback plan for support with everyday health costs

Where are we?
Our office is based in Chippenham, Wiltshire - just a two-minute walk from the train station, with fast connections to Bath, Bristol, Swindon and the surrounding areas.

Flexibility and work-life balance are really important to us. We offer hybrid and remote working and aim for one team anchor collaboration day in the office per month, or quarter (dependent on how far afield you live).

Applications Close Date
24 Sep 2023

Job Types: Full-time, Permanent

Salary: £25,500.00-£28,500.00 per year

Work Location: In person

Customer Service Specialist
Good Energy
Chippenham, United Kingdom
Nigel Pocklington
Unknown / Non-Applicable
201 to 500 Employees
Company - Public
Energy & Utilities
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